911 Operator

Overall Job Objective

Summary of Job Duties

*This posting is scheduled to close on Monday, April 1, 2019 at 12:00 noon, however is subject to close at any time without prior notice.  Thank you*

The City of Aurora Public Safety Communications Department is a division of the Aurora Police Department. The department is looking for compassionate, caring and high-energy individuals to join its team of 911 operators in serving the citizens of Aurora.

The selected hires will spend their first six months as a probationary trainee learning how to receive and process 911 emergency calls and non-emergency calls for police, fire and ambulance services. The training encompasses the operation of multi-line telephone systems and computer systems to expedite information to and from public safety agencies. Applicants must be willing to work in a 24-hour environment, which includes shifts on swings and graveyards, weekends, holidays, overtime and on-call.

There is an opportunity for career advancement after completing the probationary period, which includes a pay raise to $20/hour.

Why Work for the City of Aurora?

• Make a difference in the lives of real people every day
• Diverse community
• Competitive total compensation package
• Well-Funded General Employees Retirement Plan
• On-site fitness center and overall employee well-being programs
• Internal educational programs to assist with career advancement

Division Information
We are committed to delivering the highest level of customer service while providing appropriate and expeditious response for calls of service.  We will treat our customers with compassion while serving as the vital link between the public and the public safety organizations we serve.  PRIMARY DUTIES & RESPONSIBILITIES

• Learns basic services and activities of a municipal public safety communications/dispatch program
• Learns geographic features and streets within the area served
• Learns policies and procedures of receiving and processing emergency and non-emergency calls
• Learns principles and practices of public safety communications
• Learns proper usage and terminology related to public safety
• Learns how to properly receive and process emergency, non-emergency, and administrative phone calls from citizens and other public safety agencies according to policies and procedures
• Learns how to instruct citizens regarding emergency dispatch procedures
• Learns how to prioritize and classify calls for service
• Learns how to enter calls for service into the Computer Aided Dispatch (CAD) system for radio dispatch
• Learns how to access the Colorado Crime Information Center (CCIC) and National Crime Information Center (NCIC) systems
• Learns departmental policies and procedures
• Learns Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), and Emergency Police Dispatch (EPD) protocols as well as pass and obtain Priority Dispatch Certification to continue employment
• Learns how to perform additional duties as assigned under the supervision of a designated trainer
• Performs other duties as assigned

MINIMUM QUALIFICATIONS

Education:  

• High School Diploma or GED
   

Experience:  

• Previous experience providing customer service in a public contact environment
• Computer user experience with Microsoft windows and/or other comparable computer operating system

Education/Experience Equivalency: 

• A combination of relevant education and experience may be substituted for the minimum education and experience requirements on a year to year basis.

Preferred Qualifications:

• Bilingual
• Previous call center experience, especially in a public safety communications environment

Licenses and Certifications:

• Must obtain CCIC/NCIC certification within 6 months of employment
• Must pass Priority Dispatch (Emergency Medical Dispatch, EMD, Emergency Fire Dispatch, EFD, and Emergency Police Dispatch, EPD) Certification to continue employment
• Must be CPR certified within 6 months

Skills: 

• Minimum data entry (alpha/numeric) of 4791 KPH
• Excellent customer service
• Exceptional communication and listening skills
• Multi-tasking abilities
• Critical thinking and problem solving skills
• Strong interpersonal skills

Background Check:
To be employed by the Public Safety Communications Department, you will need to pass:

• Criminal background check
• Background investigation
• Polygraph test
• Psychological exam
• Fingerprint screening
• Drug test
• Verification of employment
• Other conditions of employment. 

 
Because of these requirements, there is a longer recruitment process. We thank you in advance for your patience.
 
**Due to the nature of the job, certifications required and a Colorado Bureau of Investigations' clearance, persons with a felony conviction will not be considered. WORKING CONDITIONS

Physical Demands: 

• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds
• Occasional lifting, carrying, walking and standing
• Frequent hand/eye coordination for operation of office equipment
• Vision for reading and interpreting reports and data analysis and preparation
• Frequent speech communication, hearing and listening to maintain communication with employees and citizens
• Speech communication to give instructions and provide technical direction
• Hearing/listening for receiving calls and instructions

 Work Environment: 

• Works primarily in a clean, comfortable environment
• Works evenings, nights, weekends, overtime and on-call

 Equipment Used: 

• Frequently uses standard office equipment including computers, multi-line telephones and copy/fax machines
• This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment

 
For Veterans points:  Please show all of your employment history, including military service and related documentation (DD214) on the application.
            
The City of Aurora is an equal opportunity employer.  We are required by state and federal agencies to keep certain statistical records on applicants.  It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission.
                                         
If you need assistance in completing this application, please feel free to contact our office at:  303-739-7225 or visit us at 15151 E Alameda Pkwy., Suite 3500, Aurora, CO 80012.

Despite the changes in Colorado law, the City of Aurora maintains a drug free workplace.  A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.
 
Drug Testing, Thorough Criminal Background Check, and Employment References:
As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check and drug screening. Employment references will be conducted on finalists for City of Aurora vacancies.